Stay in touch with your clients and they'll stay in touch with you

I remember my parents looming large above me as I scrawled my “thank yous” to my grandparents for the birthday gifts that had arrived via parcel post. It didn’t matter that the pink jumper didn’t fit or the fact that I was terrified of dolls with blinking eyes. What mattered was that I recognize my grandparents for their efforts to make me happy. And, my parents made sure I understood the importance of this recognition (even though I tried my best to rebel at the age of four with no success.)

Efforts.

We tend to forget about these little things that people do in our lives - the young man who opens the door, the friendly cashier who helps you with the groceries, the coffee-store clerk who pours your first-cup-of-the-morning java, the client who refers their friends to your business. These simple acts impact our lives and set the tone for the rest of the day.

And it’s a two-way street.

Research shows that a person’s mood lifts when they are smiled at by another person or when they witness a pleasant event. Don’t think for a moment that what you say or what you do – no matter how small - doesn’t matter. And, the feel-good emotions affect you as well. Try this little experiment. Comment on someone’s positive behavior and watch how they react. Simply recognizing that they did something good – they counted back change correctly, or they handled your issue in a very professional manner, for example – has a ripple effect that spreads out to them and then washes back to you.

So what about YOUR customers?

When was the last time you recognized your clients? Not just for them utilizing your services, but truly acknowledging them for being a person, for being human? Did they receive a promotion or celebrate a birthday recently? Did they change jobs? Was there a birth in the family, or a death? Did they just finish their first marathon, or did they volunteer their services for a charity? Did you recognize them?

What’s in it for you?

Making the effort and staying in touch with your customers means reaching out to them even when you’re not conducting business. Consistent and frequent contact is the foundation for forging relationships. Strong relationships built on trust, friendship and helpfulness leads to continued business and referrals.

Can you afford NOT to make the effort?